The IT service market is an area that is in broad growth, being the role of managers of these companies to find ways to deliver more productivity and quality to the services that are offered . One way to ensure that activities are performed according to the company's planning and expectations is through engagement. However, keeping your engaged technicians can be a real challenge.
Relying on engaged and determined IT technicians contributing to business growth is critical to putting your business on the right track for success. Improving employee performance is a strategy that can have a direct impact on the organization's results.
Technology companies managers, especially MSPs, need to develop strategies and find solutions that help optimize the performance of these workers. We have prepared this complete content with everything you need to know about it with unmissable tips to keep your technicians engaged.
What is engagement?
The origin of the word engagement lies in "engagement," a French word that refers to commitment and commitment. In the Portuguese language, engagement means obtaining and delivering commitment to a cause.
Understand more about this concept:
Currently, engagement may refer to various purposes, but within the corporate environment it is related to the processes and functions performed. Engagement in the workplace is connected with the ability to work as a team and stay focused on what is really important to the business.
A report developed by the company Gallup has shown that totally engaged team can transform the reality of a company, delivering the following benefits:
- Increased customer satisfaction by at least 10%;
- Reduction of absences by 41%;
- 21% increase in profitability;
- 20% increase in conversion;
- 59% reduction in dismissal requests;
- And much more.
This means that if your team is totally engaged in your processes and activities performed, your business performance will be better in the market. Considering that the most important asset of the company is your team, having interested and concerned IT technicians can bring improvements to both parties.
What is the importance of engagement within MSP?
For employees to be able to sell more, it is necessary to invest in solutions that help increase engagement. Your growth strategy will only be able to deliver the expected results if participants in this team are completely motivated and encouraged to achieve business goals and objectives.
Team engagement will deliver exercises such as:
- Increased productivity;
- Greater emotional balance;
- Improvement of the organizational climate;
- Increased job satisfaction;
- Talent retention;
- Reduction of turnover.
Given these advantages, investing in team engagement is critical to businesses that want to achieve a more competitive level and get satisfaction from their consumers. Since the technology market is one of the most competitive today, investing in your team and motivating you can make all the difference to the business.
Engagement within the sales process
The structuring of sales processes will introduce a more assertive methodology to the tasks that are performed within this sector. Employees need to undergo training and receive detailed guidance on how this process should happen in order to ensure the expected results.
First, it is important to remember that in order to meet business expectations, your employees need to understand and collaborate with the company's culture. The lack of a well -established consolidated culture can cause problems for the organization, impairing employee engagement. These dissatisfaction, therefore, can cause the sales process to be compromised.
For this reason , it is very important that managers collect information on the satisfaction of their employees and possible improvement points that can be optimized so that these employees feel valued and engaged. This analysis will demonstrate what are the actual results of your company and how they can be improved through some simple measures.
Read our article with 6 tips to sell more IT services .
How to keep your IT technicians engaged in your MSP?
Employee engagement will initially start from the company's culture. This is because this process is directly related to what is required and how managers behave in the face of the needs of these employees.
Here are some tips for raising morals and bringing more engagement among your employees:
Recognize good work
The first step is to ensure the appreciation and recognition of employees, for the activities that are performed with quality. Constant feedback exchange will help your team understand your role within the company and deliver precious data on improving managers' posture in the IT technicians.
It is intrinsic to the human being to seek respect and recognition, and it is the responsibility of the company to show its good employees what attitudes are being valued and recognized. Rewards, positive feedback and public compliments will help increase your IT technician's satisfaction and consequently your engagement.
Develop the leadership
Being a leader is much more than just delegating tasks and charging results. It is very important that their managers and leaders take into account the behaviors that most drive employees to engagement.
Your company leaders should be results-oriented and create a totally inclusive environment within the team, maintaining a look at the well-being and satisfaction of IT technicians . Your team needs to have a leader who has technical and human skills to advise and guide employees for success.
Have realistic and consistent goals
The goals set by managers must be realistic and achievable , so that employees are not unmotivated if they cannot deliver the expected results. Achieving the goals set by leaders will help your IT technicians stay engaged and motivated by the activities performed.
Although it is necessary to increase the goals, this process should happen gradually so that the efforts of employees can follow the changes. Your team will only be able to wear the company's shirt if it really feels that your work really makes a difference in business processes and results.
Maintain open communication with employees
To solve questions regarding the work to be done or to deal with personal issues that interfere with the company's activity, the managers communication channel with IT technicians must be easily accessible. Whenever necessary, managers must listen to their employees to help solve problems and be able to maintain a more comfortable work environment for everyone.
It is also necessary to give voice to employees, carefully in the suggestions of improvement that can be implemented in the processes. Often, there are processes that can disrupt good results and employees need to understand that the company is willing to listen to them and implement suggestions aimed at improving the tasks performed in the workplace.
Invest in training
Investing in your team is the same as investing in your business. And for this reason, adopting development and training strategies can help keep your technicians engaged. Your team members need to visualize how important and important to the business are , showing how much your business values and invests in your workforce.
Training , training processes, continuous feedback, among other approaches, can help your employees understand their role within the business. Exchange of information can also be helpful in helping these employees understand their development and find ways to improve their performance.
Constant update of services and tools
Constant technical problems can increase employee dissatisfaction, generating friction and conflicts with customers. The frequent updating of services and tools will help avoid technical problems and reduce the need for support.
In addition to updates being essential as they increase tool safety, they also optimize the end user experience. Since the more complete the services, the better the consumer satisfaction and, consequently, the lower the load for their technicians.
Constant calls for support and maintenance have a major impact on routine and result in stress for IT technicians. Tools like Lumiun DNS feature an intuitive and complete dashboard without many end customer changes. This tool, in addition to safety and reliability, generates good customer value delivery visibility, being an excellent alternative for companies that seek to reduce calls and keep their technicians engaged.
Use efficient tools
Technology can be a valuable ally of the internal engagement process . This is because there are some tools that can help your employees focus on what is really important to the business, avoiding distractions that can impact your productivity and demotivate during essential tasks.
An example of this is internet access during working hours . Although the internet is fundamental for the accomplishment of most activities within a company, it is also a tool that represents major risks. Access to the entertainment page, social networks, game platforms and bets, and others can considerably impair the engagement of your technicians.
internet access blocking tool will help your managers have more assertive control over activities that are performed in the digital environment. Blocking certain pages will make all the difference in your team's engagement and productivity, helping your employees focus on tasks that are really important for business continuity.
The best strategy for your MSP is the one that works for your team
It is very important to know how to measure your employees, using continuous metrics and satisfaction assessments, in order to understand the team's point of view and establish possible improvement points. Maintaining an open and assertive communication process will help your managers understand the results obtained and find ways to keep their technicians engaged.
Internet access control can be a valuable ally of this transformation within your business. Although it seems a very radical change to be implemented in your MSP, this control will help avoid many problems within the company and ensure that your team remains motivated to achieve business goals.
